The City of Moose Jaw’s concerns with Ticket Rocket appear to have begun in mid-November 2019, according to city hall emails, although those same emails indicate problems had been occurring for years.
The documents came from an access to information request about all communications between city administration and Ticket Rocket from September 2019 to Sept. 11, 2020. City hall provided a 39-page document with emails from city manager Jim Puffalt, Mosaic Place general Manager Ryan MacIvor, city clerk Myron Gulka-Tiechko and Ticket Rocket CEO Chris Noel.
The problems begin
Puffalt emailed Noel on Nov. 15, 2019 about Ticket Rocket advancing 80 per cent of the event money for the Offspring/Sum 41 concert as per an agreement. In return, the city and Spectra Venue Management would guarantee requested advance funds if the events were cancelled.
In a separate email, MacIvor asked Ticket Rocket to send the concert money no later than Nov. 18, while it should send the Scotties’ money as agreed.
Noel responded to MacIvor on Nov. 16, saying he wanted confirmation that Puffalt had the legal authority to provide the financial guarantee. The CEO indicated that only a city council resolution or a legal opinion could guarantee that.
“We understand that you would like to receive early distribution, but we are under no contractual obligation to do so,” Noel added.
Who has the authority?
Puffalt replied on Nov. 18, saying he didn’t understand the problem since city hall had requested advances before without issue. The city manager also indicated he was the acting general manager of the Downtown Facility and Field House Inc. (Mosaic Place), as per a municipal bylaw, and was responsible for managing the building’s affairs.
Puffalt added that Ticket Rocket was obligated to pay all the concert funds by Nov. 25, 2019.
To reaffirm Puffalt’s authority, Gulka-Tiechko emailed a letter to Noel saying council granted Puffalt full charge to manage DFFH operations on Aug. 15, 2018.
Unacceptable actions
MacIvor emailed Noel on Nov. 27, asking for an update about the concert money and the advanced Scottie’s money. A day later, Noel said the municipality should have already received $83,000. He also indicated that Ticket Rocket was having problems issuing payments.
“Apologies. I know for concerts late payment is unacceptable,” Noel added.
Later on Nov. 28, MacIvor indicated the municipality had not received any money.
“You’re right, this is unacceptable,” he wrote, pointing out Ticket Rocket still owed money for the concert, the Scotties’ advance and hockey money. “What are you doing with our money????? Is the money not in a trust account, as identified in the contract? Doesn’t the contract speak to payment in three days? … This needs to be rectified immediately.”
The Scotties’ advance would not happen until the indemnity paperwork was signed and sent, although the money for the hockey game would be sent soon, Noel replied.
Ignoring the problem
MacIvor was shocked that Noel wanted a letter from the city to guarantee and indemnify Ticket Rocket.
“Considering you are late on payments to us, and as I have learned, this is not the first time this has happened … ,” said MacIvor.
He then wondered what confidence the municipality should have in the ticket company. He also suggested that Ticket Rocket’s bank send a letter guaranteeing that the company had the money. The company could also put up a bond or just transfer the funds.
An hour later, Puffalt emailed Noel and asked, “Where is the rest of the concert sales!” A day later, Puffalt wrote that he had left many phone messages and was concerned about the remaining concert funding.
“Ticketrocket needs to respond, ignoring us is not the way forward,” he added.
Noel asked for confirmation about what transfers city hall had received; he thought $99,000 had been sent on Nov. 25. He acknowledged that Ticket Rocket was working with its payment provider to understand the delay.
Puffalt indicated the municipality had received $83,287.75 on Nov. 28.
Get a plan
MacIvor sent Noel a scathing email on Nov. 29, saying Ticket Rocket had still not sent any additional money. He wondered what the company’s plan was to meet its contract commitments, its plan to finalize the transfer of outstanding event money, whether it even had a plan, and how the city could ensure that Ticket Rocket delivered on the contract promises.
“Obviously, you are having problems/issues. However, after the years you have had this contract and other venue/team contracts, you should have figured it out by now,” said MacIvor. “This seems to be a repeating problem, as I have looked back in correspondence with previous employees and these issues existed years ago as well.”
Puffalt sent Noel an email on Dec. 2 saying Ticket Rocket had not sent any money on Nov. 29. Puffalt indicated that the municipality expected the outstanding funds by Dec. 2 and proof that the funds were in a trust account. City hall also required a valid reason why the funds were not provided as per the contract and the steps the company would take to ensure it paid.
Five days later, Puffalt emailed Noel again and pointed out a response was required Dec. 6. Noel responded on Dec. 9, saying Ticket Rocket expected a response from its lawyers that day.
MacIvor asked for an update on Dec. 31; on Jan. 2, 2020, Noel said the company was behind due to the holidays, but the money would be sent at noon that day.
On Jan. 4, Spectra told MacIvor that Ticket Rocket had sent four payments totalling $197,596.40. He later asked Noel when the ticket company would send the rest.
Staff concerns
The final email is dated Jan. 30. Puffalt asked Noel to reply faster since delays caused frustration, especially when city hall was attempting to acquire information for clients. He also encouraged Noel to ensure Ticket Rocket staff could bring forward their concerns.
“…when I was Acting Manager at Mosaic, they approached us as they couldn’t get an answer from the Victoria (British Columbia) office and that seems to have continued,” said Puffalt.
Puffalt said he needed to see the company’s new proposal about additional costs since those were not mentioned in the contract. He was also willing to send city staff to support Noel’s team to ensure the expectations of the customer — likely Mosaic Place — were met, “as there is a large walk-up (for the Scotties tournament) expected and I am not sure how you would manage that from Victoria considering it is a week-long event.”
Puffalt added that he and Noel should meet during the tournament or communicate by phone before the Feb. 7-14 tournament began.
